DrueckGlueck Casino - La retirada del jugador se retrasa.

I submitted all my documents and they were all approved very quickly. Now it's about my payout of €1500.00, which, according to the terms and conditions, will be processed within 11 hours. Unfortunately this is not the case, I've been waiting since yesterday at around 11.15 a.m. For a confirmation.

The customer service is hardly available. Shortly thereafter I wrote a question at around 11.40 a.m. and only got an unsatisfied answer this morning at 7.45 a.m.

In my opinion, the exam is unnecessarily prolonged, which simply does not have to be the case. And within 11 hours it's not true at all.

It's about 1500€ after all

Ich habe alle meine Unterlagen eingereicht wurden auch alle sehr schnell genehmigt. Jetzt geht es um meine Auszahlung von 1500,00€ die ja laut Geschäftsbedingungen innerhalb von 11 Stunden bearbeitet werden . Dies ist leider nicht der Fall,ich warte seid gestern ca. 11.15 Uhr . Auf eine Bestätigung.

Der Kundenservice ist kaum erreichbar ich schrieb kurz darauf eine Frage ca.11.40uhr und bekam heute morgen erst 7.45 Uhr eine unzufriedene Antwort.

Meines Erachtens wird die Prüfung unnötig in die Länge gezogen ,was einfach nicht sein muss. Und innerhalb von 11 Stunden stimmt schon Mal garnicht.

Es geht hier immerhin um 1500€

Hello kleinemandy2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DrueckGlueck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My documents were sent on November 30th. Successfully checked. Of course I have emails about this. I was in contact last time yesterday, but these are not satisfactory statements either.

The win was made without any bonus.

The terms state that a payout will be processed within 11 hours. Unless it is an amount of 5000 euros or more and that is not the case.

Meine Unterlagen wurden am 30.11. Erfolgreich geprüft. Mails habe ich diesbezüglich natürlich. Kontakt hatte ich letztes Mal gestern, doch auch das sind keine zufriedenstellenden Aussagen.

Der Gewinn wurde ohne jeglichen Bonus erzielt.

Aus den Bedingungen geht hervor das eine Auszahlung innerhalb von 11 Stunden bearbeitet werden. Es sei denn es handelt sich um einen Betrag von ab 5000 Euro und das ist ja nicht der Fall.

I will definitely not wait 14 days as then they are violating their own terms and conditions.

I have an amount of 1500 euros that needs to be approved within at least 24 hours.

I am very disappointed so I want my win and then I will avoid this casino in the future

Ich werde definitiv keine 14 Tage warten, da sie dann gegen ihre eigene Geschäftsbedingungen verstoßen.

Ich habe einen Betrag von 1500 Euro das müsste innerhalb von min. 24 Stunden genehmigt werden.

Ich bin sehr enttäuscht, möchte daher meinen Gewinn und dann werde ich dieses Casino in Zukunft meiden

Hello kleinemandy2,

Unfortunately there is nothing that could be done. All you can do is wait out the recommended period and if there wouldn't be any update, we could intervene.

Dear kleinemandy2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.